St George's Community Children's Project

Complaints Policy

Last updated: April 2026

St George's Community Children's Project Limited is committed to providing excellent service and to treating all supporters, donors, and members of the public with fairness and respect. We take all complaints seriously and aim to resolve them promptly and fairly.

1. How to Make a Complaint

If you are unhappy with any aspect of our fundraising, our raffle, or the way you have been treated, we would like to hear from you.

You may make a complaint by:

When making a complaint, please provide as much detail as possible, including your name, contact details, a description of your complaint, and any relevant dates or reference numbers.

2. Our Process

When we receive your complaint, we will:

  1. Acknowledge receipt of your complaint within 5 working days
  2. Investigate the complaint thoroughly and impartially
  3. Provide you with a full written response within 20 working days
  4. Take any necessary corrective action

If the investigation requires more time, we will keep you informed of progress and the expected timeline for a full response.

3. Timescales

Acknowledgement of complaint
Within 5 working days
Full investigation and response
Within 20 working days
Extended investigation (if required)
We will notify you in advance

4. Escalation to the Fundraising Regulator

We hope to resolve all complaints internally. However, if you are not satisfied with our response, you have the right to escalate your complaint to the Fundraising Regulator.

The Fundraising Regulator is the independent regulator of charitable fundraising in England, Wales, and Northern Ireland. They can investigate complaints about fundraising practices.

Fundraising Regulator

5. Confidentiality

All complaints will be treated with strict confidentiality. Information will only be shared with those within the organisation who need it to handle and resolve your complaint. Your personal data will be handled in accordance with our Privacy Policy.

6. Learning from Complaints

We view complaints as an opportunity to improve. All complaints are reviewed by our Management Team, and where patterns or systemic issues are identified, we will take steps to address them. We are committed to continuous improvement in our fundraising practices.

7. Contact

If you have any questions about this policy or would like to make a complaint, please contact us:

St George's Community Children's Project Limited — Registered Charity No. 802017, Registered in England and Wales. Registered with the Fundraising Regulator.